Business

Airline Passengers Have More to Complain About, Report Finds

Published

11 years ago

April 14, 2015

In this Nov. 25, 2014, file photo, travelers wait to claim their baggage at LaGuardia Airport in New York. An annual report being released Monday, April 13, 2015, states that government data shows more flights are late, more bags are getting lost, and customers are lodging more complaints about U.S. airlines. (AP Photo/Seth Wenig, File)

DAVID KOENIG, AP Airlines Writer

DALLAS (AP) — Think flying is getting worse? A pair of university researchers who track the airline business say it’s a fact.

More flights are late, more bags are getting lost, and customers are lodging more complaints about U.S. airlines, government data shows. Dean Headley, a marketing professor at Wichita State and one of the co-authors of the annual report being released Monday, said passengers already know that air travel is getting worse. “We just got the numbers to prove it.”

For the third straight year, Virgin America led the rankings. The niche airline with a limited route network was followed by Hawaiian Airlines and Delta Air Lines.

Among other findings in the report:

—LATENESS: The percentage of flights that arrived on time fell to 76.2 percent last year from 78.4 percent in 2013. Best: Hawaiian Airlines. Worst: Envoy Air, which operates most American Eagle flights.

—LOST BAGS: The rate of lost, stolen or delayed bags rose 13 percent in 2014. Best: Virgin America. Worst: Envoy. Airlines lose one bag for every 275 or so passengers, but at Envoy, the rate is one lost bag for every 110 passengers, according to government figures.

— OVERBOOKING: The rate of passengers getting bumped from flights rose 3 percent. Best: Virgin America. Worst: a tie, between SkyWest and its ExpressJet subsidiary.

— COMPLAINTS: Consumer complaints to the government jumped 22 percent in 2014. Best: Alaska Airlines. Worst: Frontier.

Regional carriers, which operate flights under names like American Eagle, United Express and Delta Connection, tend to earn the worst marks. They fly smaller planes, so when airlines are forced to cut flights due to bad weather, they ground the regionals first to inconvenience fewer passengers. Envoy Air, which operates most American Eagle flights, finished last in the overall rankings.

But the picture was bleak at the four biggest U.S. airlines too. On-time performance fell and complaint rates rose at American, United, Delta and Southwest. The researchers blamed consolidation through mergers, which has reduced competition.

Headley said airlines performed better in the years after 2001, when travel demand fell and planes were less crowded. Airlines were also losing money. They returned to profitability when the airlines left after mergers limited flights to keep fares up. The average plane is now more than 80 percent full at most airlines, and many flights are oversold.

“They have put the same number of people in fewer airplanes,” Headley said in an interview. “Anytime the system ramps up, it goes haywire.”

Airlines are ordering new planes and making other investments that they promise will lead to better service. Many of the biggest improvements are targeted at the airlines’ most valued customers — those in first-class and business-class sections.

The annual report is now in its 25th year. Headley and Embry-Riddle Aeronautical University professor Brent Bowen use information that the airlines submit to the U.S. Department of Transportation.

___

David Koenig can be reached at http://twitter.com/airlinewriter

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Financial Wellness and Mental Health: Managing Money Stress in College 

While everyone’s financial situation is unique, several common sources of stress have the potential to strain your financial health. These include financial and economic uncertainty, existing debts, unexpected expenses, and mental or physical health changes. Financial stress may differ from situation to situation, but understanding the factors contributing to yours may help you begin to craft a plan for your unique circumstances.

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3 weeks ago

March 17, 2026

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As a college student, managing financial responsibilities can be stressful.

If you’ve found yourself staying up late thinking about your finances or just feeling anxious overall about your financial future, you’re not alone. In one survey, 78% of college students who reported financial stress had negative impacts on their mental health, and 59% considered dropping out. While finances can impact overall stress, taking steps to manage your finances can support your mental, emotional and physical well-being.

When it comes to money, the sources of stress may look different for each student, but identifying the underlying causes and setting goals accordingly may help you feel more confident about your financial future.

Consider these strategies to help improve your financial wellness and reduce stress.

Understand what causes financial stress

2. Determine your financial priorities

Start by reflecting on your financial priorities. For students this often includes paying for school or paying off student loans, studying abroad, saving for spring break, building an emergency fund, paying down credit card debt or buying a car. Name the milestones that are most important to you, and plan accordingly.

3. Create a plan and stick to it

While setting actionable goals starts you on the journey to better financial health, it’s essential to craft a plan to follow through. Identifying and committing to a savings plan may give you a greater sense of control over your finances, which may help reduce your stress. Creating and sticking to a budget allows you to better track where your money is going so you may spend less and save more.

4. Pay down debt

Many students have some form of debt and want to make progress toward reducing their debt obligations. One option is the debt avalanche method, which focuses on paying off your debt with the highest interest rate first, then moving on to the debt with the next-highest interest rate. Another is the debt snowball method, which builds momentum by paying off your smallest debt balance, and then working your way up to the largest amounts.

5. Build your financial resilience

Some financial stress may be inevitable, but building financial resilience may allow you to overcome obstacles more easily. The more you learn about managing your money, for instance, the more prepared you’ll feel if the unexpected happens. Growing your emergency savings also may increase resilience since you’ll be more financially prepared to cover unexpected expenses or pay your living expenses.

6. Seek help and support

Many colleges have resources to help students experiencing financial stress, like financial literacy courses or funds that provide some assistance for students in need. Talk to your admissions counselor or advisor about your concerns, and they can direct you to sources of support. Your school’s counseling center can also be a great resource for mental health assistance if you’re struggling with financial stress.

The bottom line

Financial stress can affect college students’ health and wellbeing, but it doesn’t have to derail your dreams. Setting smart financial goals and developing simple plans to achieve them may help ease your stress. Revisit and adjust your plan as needed to ensure it continues to work for you, and seek additional support on campus as needed to help keep you on track.

 JPMorgan Chase Bank, N.A. Member FDIC